The pandemic has forced many organisations to change how they interact with their customers. Many retaailers, for example, adopted a direct-to-consumer approach, using apps and social media in place of physical outlets. A significant number of organisations have retained remote workforces – or at least hybrid working – and these shifts have demanded a fresh approach to customer experience strategies, with an emphasis on delivering a seamless customer experience no matter where agents or customer services teams are located. Part of this is to ensure that security is woven into the heart of all customer interactions – particularly when handling customers’ card payments. As we enter 2022, consumers want businesses to ensure their personal data, including payment information is safe, and businesses need to have a concrete game plan in motion to make consumers feel secure.  In this short episode, PCI Pal’s Data Protection Officer, Innes French, provides predictions that all CX managers should consider in order to strike a balance between providing a frictionless customer experience with the security measures that customers expect and compliance regulators will be auditing. Reset and re-evaluate your security strategies Stop fearing the unknown and focus on existing threats Make payment security compliance a year-round concern, not an annual tick-box exercise It’s time to get serious about making cybersecurity a CX priority     ...

This episode is taken from Calabrio's 'Working Smarter' podcast. PCI Pal's Chief Revenue Officer, Darren Gill, joins Calabrio to discuss PCI Compliance and common misconceptions around the standard before offering businesses advice on how to secure card payments. ...

This spooky season, Nicole Von Seggern and Nick Johnson discuss the five data security threats and scares that make the hairs on the back of contact centre managers' necks stand up.  But, fear not, for the duo also cover what protections organisations can put in place to avoid them.    ...

Hackers work around the clock to steal data for profit and these opportunistic cybercriminals are further capitalising on remote working situations. Australian Consumers are rightfully holding businesses accountable for lax data security practices. Join PCI Pal’s CISO, Geoff Forsyth, and Len Power, Channel Account Manager at Comms Channel, in this latest instalment of ‘Secure Payments’. They will discuss the state of payment security within Australian contact centres, and how they can meet the highest compliance and security standards in order to build and maintain customer loyalty and trust. Listeners will learn: How contact centres can process credit card payments securely whilst working from home How a business’s poor data security practice can impact customer loyalty and future spend Looking ahead to PCI DSS 4.0 – what the much anticipated update means for businesses processing card payments, how the auditing process will change and what organisations can do to prepare ...

PCI Pal was invited to join our partner, 8x8 and joint customer, Liverpool City Council, to speak at this year’s SOCTIM President’s Week conference. In 2020, spurred on by lockdown, public sector IT leaders found themselves at the forefront of a digital communications revolution. The race to keep staff and the local community connected saw many abandon their outdated on-premises systems in favour of cloud communications. Once the immediate need to securely enable a remote contact centre was addressed, innovative organisations, like Liverpool City Council, quickly realised that cloud communications provide far-reaching opportunities to reimagine how they serve the public. This episode is the recording, taken from the conference, where PCI Pal’s Director – Channel Sales, Phil Jude, Liverpool City Council’s Assistant Director ICT, Alison Hughes and 8×8’s Public Sector Director, Russell Tilsed, discuss service delivery best-practice beyond the cloud contact centre and why the public sector is leading the way. - The challenges and opportunities of enabling a cloud contact centre - Lessons learned about empowering an agile workforce - What does good communication look like in the post-pandemic era? - How IT leaders can shape public service delivery models - Maximising performance using AI and IVR automation - How public sector organisations can secure payments while operating remotely - How having the right technology and security solutions in place are key to maximising performance, while also remaining fully compliant. ...

There is a buzz in the compliance industry about the new version of PCI DSS, due for release in early 2022. In this episode, Sujith Parambath, Head of PCI Consulting Services at IT Governance talks with PCI Pal's CISO, Geoff Forsyth, about the new v4.0 standard and the impact it will make to the way organisations achieve PCI compliance. The pair look at what’s new within the standard, how QSA’s will assess companies against the new requirements (including the major shift from a prescriptive to a subjective compliance model) and discuss some of the challenges this will bring for organisations and QSA’s alike. ...